Analyzing the returns of the first transaction satisfaction on intention to purchase and willingness to pay: Evidence for new food products

Abstract

The present study sheds light on the kind of relationships that link first transaction consumer satisfaction (CS), purchase intention (PI), and willingness to pay (WTP) for new food products. The article presents a comparative evaluation of linear and nonlinear quadratic and cubic specifications used to assess the relationships involved. The study uses empirical evidence from three product-testing field experiments with consumers in different natural settings such as at-home and out-of-home. Statistical tests with structural equation modeling reveal that, for new food products, the CS–PI relationship is characterized by a nonlinear functional form with increasing marginal returns, while the CS–WTP relationship is defined by a linear functional form with constant marginal returns. The study contributes to the existing body of knowledge that so far has mainly described the relationship between cumulative CS and profit chain outcomes in the context of established products (brands). We discuss the implications for managers responsible for launching new food products and give hints on allocating resources to the most probable customers.